Managing Customer Expectations

12 “For the development process, it is decisive that the customer is involved
in making decisions to ensure customer satisfaction.” (Kathy)

“[The customer] expects to get involved. Depending on the agreement,
by means of status reports, preliminary results, prototyping; hence,
participation in the process. That is an expectation.” (James)

“Involvement by all means. The extent differs.” (Michael)

“Customer involvement is also important in the process. Since in the
IT business, situations occur again and again that are not precisely
defined . . . the involvement is also important in the ongoing process.” (Ben)

Responsiveness
of the contractor

Contractor’s readiness to reply to
questions from the customer as
well as the contractor’s willingness
to accept change requests

12 “There is an expectation to receive feedback in some form within a given
time.” (Robert)

“In any case, preparedness is expected. Often the understanding prevails
that we as service provider must make an effort.” (James)

“That’s when the customers contact us during the process and we try to
help them as soon as possible, are available at any time, help them, and
push the project forward.” (John)

11 “Transparency is important. The customer does not want to have the
feeling that something is withheld.” (Michael)

“Basically, customers expect a transparent development process. . . .

Here, transparency means that you reveal how much time you have
actually spent. You should also offer customers the opportunity to quickly
gain insights into the process, by tools or personal contact. The customer
should not have the feeling that he deals with a black box.” (Ben)

Reliability Contractor’s adherence to agreed-

upon plans

10 “The correct implementation of the requirements, of course. When
the schedule is continuously exceeded, the customer is naturally
dissatisfied.” (Michael)

“Reliability not only in the project, but also with regard to your
statements. It is about meeting deadlines and clear communication.”
(John)

Empathy Contractor’s ability to seecustomer’s requirements from theperspective of the latter

9 “Putting myself in the customer’s position is almost necessary to
recognize his needs, what he wants or expects.” (John)

“Customers expect this because most customers are service providers
like us. Thus, they expect us to relate to them, so that expectations can
be aligned by quickly communicating with each other.” (Ben)